Customer Support Level 2 Sr. Coordinator Tues-SatPM CST

Plano, TX - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Overview

The Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality efficient response to request fulfillments and service incidents related to the life safety of Interface Systems Asset Protection customers. The functional focus of this role is on ensuring that fault isolation repair service restoration & root cause analysis processes are all executed accurately efficiently and with an exceptional customer experience. Asset Protection services supported are Analog and IP-based which include CCTV Video Two-Way Audio Access Control and Intrusion service offerings.

Responsibilities

Understands operational goals objectives policies procedures and work standards for day-to-day activities.
The first line of escalation is to aid and provide guidance for Internal and External Clients.
Fostering an environment of continuous training to aid staff and team performance.
Motivate staff by setting a positive example of work ethics and attitude to ensure we are providing anexcellent customer service experience.
While working closely with the Supervisor:
Oversee and guide Team Members actively in training.
Evaluate training effectiveness and identify areas of improvement with the Supervisor.
Escalate any training concerns to the Supervisor.
Schedule regular meetings with the trainee to provide guidance and/ or direction.
Keep up-to-date records of trainee progress through the assigned system of record.
Assist with completing 90-day reviews for trainees.
Assist Supervisor when necessary overseeing the day-to-day management of the shift including but not limited to:
Time Management
Assist in Creation of End of Shift Summary Report
Assist with Postmortems and RFOs for Gap Analysis if applicable
Quality Assurance
Participate in Shift Meetings/Debriefs
Floor Supervision
Other relevant department duties assigned by Management

Qualifications

BS/BA degree preferred. (Maybe substituted with relevant or equivalent work experience)
1 years experience leading customer-facing Support or Delivery teams focused on Asset Protection services
1.5 years experience leading various Security oriented projects i.e. Process training performance analysis integration automation etc.
Broad Asset Protection experience in Customer-facing Support or Delivery organizations
Proven technical problem solving business process development and analytical capabilities
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees contractors clients vendors and management.
Working and Practical knowledge of low-voltage installation and support
Honeywell DMP and Bosch training and/or certification is preferred

Work Arrangements

This role is a hybrid position and requires onsite presence in our Plano TX office every other Wednesday.
The schedule for this role is Tuesday - Saturday 1:00 - 10:00PM CST

Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individuals age race color religion or creed national origin or ancestry sex (including pregnancy) sexual orientation gender gender identity physical or mental disability veteran status genetic information ethnicity citizenship or any other characteristic protected by law. Such action shall include but not be limited to the following: Employment upgrading demotion or transfer recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training including apprenticeship.

If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability please contact us at . Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.

Required Experience:

Senior IC

OverviewThe Lead position of the technical support team is a trainer/client escalation-focused position with allowances to perform specific Supervisory responsibilities when necessary. The role is responsible for assisting leadership in ensuring the team provides a high-quality efficient response to...